Wix Answers: The Best DIY Help Desk Software for Your Business

In today’s digital world, your clients could come from anywhere, at any time of the day (or night) with questions about your product or service. Which is why a smart customer support solution, as well as creating knowledge base articles, is a crucial aspect of any thriving business. Here at Wix, we built (and use) our very own help desk software in order to provide support to our 120 million users every day. Our powerful solution is used in eight languages by 1200 support agents who access it throughout our global offices in Tel Aviv, Miami, San Francisco and Kiev. Thanks to Wix Answers, we are able to power our help center, call center and entire ticketing system as one integrated platform. And now – you can use it too, for free.

It’s a fact: happy customers are a lot more likely to tell their friends about your business and their excellent experience. Actually, on average, they tell about nine people about it. This is fantastic news for you! On the flip side, one not so happy customer is likely to tell 16 friends (yes, you read that right) about their less-than-stellar experience. You can already imagine the damage done to your brand, both online and in the real world. As a result, a great portion of being a successful business is knowing how to manage and sustain a high level of customer service. But how exactly do you tackle this? From customer support through an extensive knowledge base to a built-in call center and an intuitive ticketing system, Wix Answers has it all.

Your all-in-one customer support solution

By now it should be crystal clear just how important and valuable a help center is for both you and your clients. You can be up and running in a matter of minutes. You can even customize your help center to effortlessly align with your brand: pick from one of our templates, add a couple of comprehensive articles and you’re good to go! You’ll also get powerful insights to help you better understand the needs of your customers. Let’s dive into the capabilities of Wix Answers shall we? The all-inclusive help desk comes with a variety of features, namely:

Knowledge Base: You can create and manage all of your valuable and useful tutorials, guides, FAQs and more in one resourceful place. This way, your users can find answers to their questions, browse through articles and find the help that they need in your help center.

Ticketing system: The intuitive ticketing system is great for managing, tracking and prioritizing support tickets from multiple channels. Regardless of how customers get in touch, be it through social media, email or phone you can now efficiently answer them through your customer service software. You can also send articles straight from your knowledge base, get automatic article recommendations, and add custom fields to contact forms for more accurate customer information.

Call center: Ease your customers concerns by offering everyone phone support. You can now make and take calls from your very own 1-800 number, and customers can also request a callback. What could be more convenient?

Support widget: Embed a widget into any part of your website to let customers access articles and tutorials from your knowledge base. The widget can also be used to link to your ticketing system – meaning that users won’t have to search high and low for ways to get in touch with you.

Actionable insights: Knowledge is power, right? Take advantage of the data associated with your help desk like: your team’s performance, ticket response times and customer satisfaction ratings so that you can use it to assess and improve your overall support experience.